Microsoft Teams Queue Reporting & Analytics
Shane Stein
Director of Infrastructure & Cybersecurity
Valpak & Clipper Magazine
See why Valpak chose ISI for Microsoft Teams Queue Analytics
What is a Teams call queue dashboard?
A Teams call queue dashboard is a centralized reporting and visualization interface that tracks active and historical call activity across your Microsoft Teams auto attendants and call queues. It provides instant visibility into a single screen showing live and historical activity across your Microsoft Teams call queues and auto attendants. It tracks active callers, wait times, abandonment rates, agent availability, and handle times in one place, without exporting anything.
While native Microsoft tools offer limited visibility, ISI Analytics delivers a dedicated Teams call queue dashboard that turns standard Teams queues into a measurable, contact center–like environment. No complex Power BI setup required.
Call Analytics for Microsoft Teams: Beyond Native Capabilities
Native Microsoft Teams Admin Center reports provide baseline metrics, but they leave major operational blind spots for growing organizations. ISI’s call analytics for Microsoft Teams bridges this gap by turning raw Call Detail Records (CDRs) into real-time business intelligence.
- Overcome 45-Day Data Limits: Access 13 months of standard data retention, with up to unlimited historical archiving, compared to native Microsoft limits.
- Cradle-to-Grave Visibility: Track the entire path of every call from first ring on an auto attendant to final agent disconnect, including intermediate transfers and holds.
- No Power BI Required: Skip expensive, high-maintenance custom Power BI builds. Gain point-and-click, business-ready dashboards out of the box.
Teams Auto Attendant Reporting
Most queue problems start before the queue. ISI reports on Microsoft Teams auto attendants alongside your call queues, so you can see which menu options callers actually choose, where they abandon during the greeting, and how many end up in the wrong queue.
See Our Teams Call Queue Dashboard in Action
Jump right in with this quick tutorial to see how our Teams call queue dashboard tracks queue performance, agent status, and calls forwarded to voicemail in real time.
Optimize Every Teams Call Queue Across Your Organization
Microsoft Teams includes built-in queuing capabilities, but managing multiple Teams call queues effectively requires specialized analytics. ISI gives team leads and operations managers single-screen command over all queues, auto attendants, and hunt groups.
- Live & Historical Queue Metrics: Monitor total volume, Average Speed of Answer (ASA), Average Handle Time (AHT), and abandonment rates per queue.
- Agent Performance Tracking: Drill into individual agent activity to assess occupancy, answer efficiency, idle time, and coaching opportunities.
- Hourly Staffing Optimization: Identify peak calling windows to build accurate, data-driven agent shift schedules that reduce caller wait times.
Powerful Teams Queue Analytics
Gain Call Center-Like Metrics Without the Complexity of Deploying a Contact Center
Leverage ISI Analytics for better caller experience insights. ISI Analytics is the only platform with reporting for Microsoft Teams call queues and auto attendants. With Teams queues and ISI Analytics, you get a robust, low-cost alternative to expensive contact center infrastructure.
Powerful Microsoft Teams Call Reporting Features
Monitor KPIs
Track total call volume, agent availability status, answer vs. abandonment rates, and individual calls handled by agents directly from your dashboard in real time.
Get Deep Insights
Reveal overall traffic and handling stats with daily, weekly, and monthly reports. Use hourly metrics to optimize staffing decisions, and use drill-down call exploration to reveal transfers, redirects, and time agents spend with individual callers.
Analytics Reports
Access out-of-the-box Queue Summaries to supervise and manage multiple queues at once, track Call Activity by Day or Hour of Day to capture trends, and pull Granular Call Detail by Agent reports for specific performance insights.
Cradle-to-Grave Visibility
Follow the entire customer journey from before a call reaches a queue, through auto attendants, holds, and transfers, to its final disconnect or outcome.
Feature comparison
Power up your Microsoft Teams Reporting
Compare what you get from ISI vs Native Microsoft Teams Reports
Feature |
Native Reporting |
ISI Analytics |
|---|---|---|
| Queue Analytics |
Only basic queue metrics via Power BI
|
Full call queue and auto attendant analytics - the only platform with this capability
|
| Historical Data |
Limited to 45 days
|
Unlimited data retention with full historical analysis
|
| Caller Experience Tracking |
Limited visibility into call routing
|
Cradle-to-grave reporting reveals full call journey, including transfers and redirects
|
| Employee Engagement & Staffing |
Limited visibility into usage and scheduling patterns
|
Comprehensive tracking of productivity, work patterns, and data-driven staffing recommendations
|
| Power BI Integration |
Complex setup, requires extensive Power BI knowledge
|
Ready-to-use dashboards without Power BI complexity
|
| Call Compliance |
Limited search and retention
|
Ad-hoc search by all call attributes with unlimited retention
|
| Meeting Analytics |
Basic meeting summaries
|
Full Teams meeting reporting including organizer, participants, durations, and connection metrics
|
| Device Type Analysis |
Limited device tracking
|
Troubleshoot and monitor technology adoption across Teams devices
|
| Exception Reporting & Alerts |
Basic notification system
|
Customizable alerts for international calls, after-hours calls, potential phishing, 911 calls
|
| Teams Auto Attendant Reporting |
Limited visibility
|
Complete auto attendant performance analytics
|
Queue Analytics Pricing
Choose the plan that's right for your team
Basic
Queue analytics for small teams
/mo includes up to 3 queues
- Maximum 3 queues
- Queue analytics dashboard
- Manager/agent access
- 90-day data retention
- Queue monitoring
- Queue detail reports
- Agent detail reports
- Outbound calling visibility
- SAML 2.0 SSO
- Data retention beyond 90 days
- Summary reports
- Managed services
Essentials
Advanced queue analytics for growing organizations
/mo for the first 3 queues
Additional queues $25/mo
- Everything in Basic, plus:
- Up to 50 queues
- 400-day data retention
- Queue summary view
- Agent summary view
- Outbound calling visibility
- SAML 2.0 SSO
- Data retention beyond 400 days
- Managed services
Professional
A complete queue management solution
/mo for the first 3 queues
Additional queues $35/mo
- Everything in Essentials, plus:
- Full agent productivity tracking
- Agent inbound/outbound calling
- Data retention up to 7 Years (Add-on)
- SAML single sign-on (Add-on)
- Managed services (Add-on)
Enterprise
Comprehensive queue and call analytics
/mo for the first 3 queues
& 100 users
Additional queues $35/mo
- Everything in Professional, plus:
- No limit on queue licenses
- CDR dashboards (non-queue)
- CDR reporting
- Department cost allocation & chargeback
- Compliance CDR capture
Ready to Transform Your Microsoft Teams Analytics?
Empower Your Communications with Microsoft Teams and ISI Analytics
Start a 14-Day Trial View FAQs
Essential Resources for Optimizing MS Teams and ISI Analytics Integration
Explore our curated collection of resources designed to enhance your understanding and utilization of MS Teams and ISI Analytics integration. From comprehensive demos to detailed reports and network diagrams, these resources provide valuable insights and practical guidance to optimize your call handling and compliance processes. Check the items at right or visit our Resource Library. Don’t see what you are looking for? Drop us a note at: sales@isianalytics.com.
View All Resources
Teams Reporting and Dashboards That Deliver Value Organization-Wide
For CIOs, CFOs, and CTOs
- Massive Cost Savings: Achieve contact center–grade dashboard analytics using native Teams queues combined with ISI, eliminating CCaaS fees.
- Lowers Complexity: Streamline toolsets with a single-pane dashboard easy for Voice and IT teams to deploy.
For Operations Teams
- Actionable Metrics: Track operational KPIs in real time to resolve bottlenecks, refine routing, and improve agent coaching.
- Data-Driven Staffing: Use hourly queue volume trends to align agent staffing seamlessly with customer demand peak hours.
For IT and Voice Teams
- Zero IT Maintenance: Say goodbye to maintaining custom Power BI scripts with ready-to-use dashboards.
- Seamless Integration: Native API integration with Microsoft Teams without overhead or complex changes.
Microsoft Teams Call Analytics & CDR Reporting
Empower your organization with ISI’s robust MS Teams call reporting engine, dashboards, and alerts.
Caller Experience
- Cradle-to-grave reporting quickly reveals problematic call routing
- See excessive transfers and easily determine corrective action
- Dashboards and reports tailored to managers/departments
Employee Productivity
- Analyze calls made/received, traffic by time of day and call duration
- Improve staff scheduling efficiencies with call activity metrics
- Recognize high performers and target training opportunities
Call Data Compliance
- Track inbound and outbound call activity associated to users and organizational hierarchy
- Ad-hoc search quickly by most call attributes (originating or terminating party, number, caller ID, department, time, hunt group or call queue)
- Unlimited data retention
Alerts and Notifications
- Exception reports, customizable widgets, and user-definable alarms help automate detection and notification of undesirable call events
- Trigger email, text message or scheduled report generation for international calls, after-hours calls, potential Phishing, 911 calls, or other call events
Device Type Allocation
- Troubleshoot, monitor technology adoption and identify unused or underused equipment with Infortel Select's Device Type Utilization visibility
- Device type information is made available through a variety of reports and handy dashboard widgets
Cost Allocation
- Support Finance teams with robust call accounting
- Monitor for waste, abuse, and misuse of voice network resources
Ready to Transform Your Microsoft Teams Analytics?
Contact our sales team to get started.
Get the real-time insights, wait-time tracking, and Teams call queue dashboard your organization is missing.
Contact Sales
Customer FAQs for Microsoft Teams Phone
✅ GENERAL CAPABILITIES
A: ISI Analytics gathers and analyzes data from Microsoft Teams, transforming raw call information into actionable activity and performance insights. With its intuitive dashboards and built-in reporting tools, ISI Analytics helps users explore detailed reports, search and filter data, and use these insights to enhance their Teams calling experience.
A: Yes. ISI Analytics provides detailed reporting and dashboards for Microsoft Teams Call Queues and Auto Attendants. You can track metrics such as call volume, abandonment rates, Average Handle Time (AHT), Average Speed to Answer (ASA), and full call routing paths. See short video: https://www.youtube.com/watch?v=HBcNsXxefho
A: Yes, ISI provides complete visibility into Agent call activity for both inbound and outbound calls, metrics include:
- Who called?
- Caller details
- Caller Location
- Caller Id Name
- How was the call handled by the Agent?
- Agent Start Time, Agent End Time, Talk Time, Queue, Queue Location
Agent, Agent Location, Answered, Agent Final Action, Agent Final Destination
A: Yes. ISI enables visibility into individual user activity, including inbound, outbound, and internal calls. Metrics include:
- Call Duration
- Call Volumes
A: Full visibility into Teams Meetings, including attendees, organizer, durations, and meeting summaries. Reports are available by department, meeting ID, and more.
A: Yes. Alarms and exception reports can flag inappropriate, excessive, or high-cost calls, helping identify the responsible party and enforce policies.
A: Yes. Track call volumes by type, time of day, and user to analyze productivity, performance, coaching needs, staffing requirements, and engagement levels.
A: Yes. Optional features include automatic call recording and transcription for compliance, training, or QA purposes. Recordings can be securely stored and accessed alongside call analytics.
A: Yes. Managed Service Providers (MSPs) can use ISI to offer analytics and reporting across multiple tenants. Centralized or tenant-specific views can be configured.
📞 CALL REPORTING & DATA RETENTION
A: Data retention depends on which subscription plan is selected, see below:
- Basic includes up to 90 days
- Essentials includes up to 13 months
- Professional and Enterprise includes up to 13 months with option to purchase more
- See Plan Pricing here: https://isianalytics.com/pricing/
A: Yes. ISI supports full reporting across internal, external, PSTN, and peer-to-peer calls.
A: Yes. You can report on inbound, outbound, internal, and peer-to-peer calls beyond call queues.
A: During implementation, a Teams Admin grants permission via Entra ID by enabling toggles for CDR, Queue data, and Entra ID group access.
A: Yes. For MS Teams, we advise customers to add the users they want reporting on into their Azure AD groups so we can only import the users they need. When connecting to your queue data, you can see all the queues and select which ones you want reporting on through our web UI.
A: Yes. ISI allows users to schedule automated reports by user, group, or queue on a daily, weekly, or monthly basis. Reports can be delivered via email or exported in preferred formats.
🧮 DASHBOARDS & REPORTING
A: No. Real-time monitoring will be available for Call Queues towards the beginning of 2026, including:
- Live queue dashboards
- Active call visibility
- Agent availability status
- Wait times and transfer tracking
- Dashboard display on wallboards or TVs
A: The solution comes with a menu of pre-defined reports aligned around the most popular business needs as well as an end-user customizable report designer to modify standard reports or create new reports from scratch.
A: Yes. ISI reports on key productivity metrics such as:
- Agent handle time
- Answer/missed call ratios
- Ring time
- Agent availability and presence (Coming in Q1 2026)
- Call transfer behavior
A: Yes. Reports can be automatically delivered via email on a recurring schedule (e.g., daily, weekly, monthly) to specified users.
A: Yes. ISI provides end-to-end call tracking, including:
- Origin point
- Routing through Auto Attendants and Queues
- Transfers
- Queue/wait times
- Call disposition (answered, missed, voicemail, etc.)
- View short video here: https://youtu.be/gsVaoxxKZvA?si=FN1w9zrjvqudT-oT
☁️ DEPLOYMENT & INTEGRATION
A: None. ISI Analytics is 100% cloud-based and accessed via a secure browser.
A: Yes. ISI works across all three. For Direct Routing, trunk-level visibility may require SBC access.
A: Yes. ISI supports multi-platform analytics, including Microsoft Teams, Webex Calling, Cisco UCM, and legacy PBXs.
A: Yes. ISI is cloud-hosted, with options for data residency and compliance with SOC 2, HIPAA, ISO, and BAA/NDA requirements.
A: Yes. ISI supports data exports and APIs for integration into data warehouses or external reporting tools.
A: Yes. ISI supports role-based access control (RBAC), enabling non-admin users such as team leads and department managers to access dashboards and reports without full Teams admin privileges. See short video here: https://youtu.be/rRTuETYNADE?si=MEV5nCJW1nuP6zse
A: No. There is no native integration to CRM platforms today. However, ISI does offer a flexible API that customers can leverage when building an integration to other database platforms. For example, linking caller data to customer records for viewing call history tied to client cases or accounts.
PRICING
A: ISI pricing is typically based on:
- Number of Teams Phone users
- Number of queue/AA licenses
- Optional features (e.g., call recording, CRM integration) Cloud-based delivery is standard.
- See Plan Pricing here: https://isianalytics.com/pricing/
A: Yes. ISI provides live demos, test environments, and proof-of-concept options to validate the solution in your environment before committing.
ISI CLOUD SECURITY
A: ISI is a secure, cloud-hosted SaaS platform within Microsoft Azure. Compliance options include:
- SOC 2
- ISO 27001
- See ISI Security Overview here: https://isianalytics.com/call-reporting-software/why-trust-isi/
A: During implementation, the customer’s Teams Administrator will grant permission using their Entra ID tenant ID and will select from three toggle buttons: CDR, Queue data and Entra ID.
Contact sales to get started.
Harness the full potential of your call queues with ISI’s state-of-the-art reporting and analytics for Microsoft Teams.
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